Senior Technical Support
btech
Total years of experience :14 years, 8 Months
Responsible for antivirus, WSUS, WDS, Windows vulnerability (security patches, critical patches…etc.) check in HQS and Stores (client side).
Gathering and verifying New ideas.
Acting as technical project lead for new service desk projects and handing them over to the designated team for daily operation.
Service Desk Support for L3 in complex issues.
Validation of service desk technical documentation
Service Desk Analysis (root cause analysis and problem management)
Monitor and enhance service desk related processes (Request fulfillment - Incident Management - Problem Management)
OS image creation/definition for all HW devices.
Support all mobile technologies connecting employees to the company’s services.
Visiting company’s HQs and branches to ensure current technologies are being used and listen to the voice of the customer to come up with new ideas.
Ability to work well under pressure to meet deadlines.
Knowledge transfer to service desk team.
Center of technical expertise for the whole service desk team.
System administration (installing / maintaining operating system, anti-virus, E-mail & security programs).
Network administration: Technical and administrative control of the LAN.
Security / Control administration (monitoring overall security physical & logical).
IPT administration (installing, configure & control Cisco phone).
Authorized Person (Orange, Vodafone & Etisalat) responsible for getting new offer, manage lines
End user support / help desk & Provide full end-user support.
Purchasing and control stock for (Laptops, Printers, toners & Etc...).
Conduct Security training for new comers and yearly for all.
Escalate complex problem to second- level support.
Support audio and video equipment in conference room.
Monitor Internet connection (speed & stability).
Install and support SAP system
Manage DVR with all CCTV cameras.
Conduct quarterly security inspection and apply policy
Control Facility Management Company.
Mange security and employee bus contracts
Resident at Misr Life Insurance (MLI), providing the following:
Provide first and second line of support for Oracle 12c Database, Solaris 11.1, Oracle Fs1 storage, Oracle Data guard
Using the monitoring tools to maintain the availability of the systems using Oracle Enterprise manager, Oracle Ops Center and Symantec Net Backup
Ensure request fulfillment and response time within the agreed SLA
Single point of contact between the MLI IT support team and Raya team regarding any escalated incidents
Follow the ISO 20000 processes for incidents/Problems/changes/CMDB on RDC ticketing system
Generate agreed health reports using Monitoring tools
Contacting and preparing meetings with vendors for software update
Track the progress of projects assigned from MLI IT team
Report incidents which exceed or about to exceed the agreed SLA or total fix time
Assist MLI teams with some infrastructure support tasks
Engage with special tasks inquired from MLI IT Director
Deliver daily routine check-up tasks
Deliver monthly and quarterly report regarding the number and the types of incidents
Resident at Orascom Telecom Holding, providing the following to OTH users:
A single interface to OTH users problems
Using the local database and deliver best resolution for any problems
Receiving and log users incidents - using reliable incident management and tracking system
Identify the severity and which team/engineer will act accordingly
Attempt resolution at first call based on a knowledge base and on general experience accumulated
Follow-up on resolution until closure
Report incidents which exceed or about to exceed the agreed SLA or total fix time
Assist OTH teams with some infrastructure support tasks
Engage with special tasks inquired from OTH IT Director
Deliver daily routine check-up tasks
Deliver monthly and quarterly proactive agreed tasks with OTH IT Teams
Provide second line of support for business applications (Hyperion, ULTIMUSSystem, Intranet)
Managing the IT operations on a day-to-day.
Development and implementation of newnetwork systems.
Responsible for IT hardware, software and maintenance procurement.
Responsible for the provision of IT infrastructure services including desktop applications, Local or Wide area networks and IT security
The main purposes of this system are to keep track of our both Examinationand Chemotherapy
, Arranging appointments to patients, helping the Doctor deciding whether Patient can receive a chemotherapy treatment based on a system calculation of patient's current height and weight.
Develop a program to Follow-Up Faxes, Telephone directory, scheduling interviews, payroll system, stock control system to public guard using asp.net and SQL server, Create Domain by install active directory and its Infrastructure (DNS, DHCP, ISA and IIS servers) by install windows 2003 Server, program for payroll using Microsoft access and visual studio.
Software Developer create a Program for the company to follows up the events of daily their sales man, Daily Activity, Mailing system, unloading of tenders and quotations system and Accurate reporting system assists the Director to make the decision correctly.